Chris Martin Email & Phone Number

Canada

Oversee and refine the company’s operational framework, ensuring seamless project delivery, strengthening partnerships, and driving sustainable growth through strategic planning.• Develop and implement scalable operational strategies to ensure the efficient execution of design projects across residential and commercial portfolios.• Establish and refine workflows and alignment frameworks to maintain consistency, accountability, and seamless integration with trades, partners, and vendors.• Optimize resource allocation and scheduling to align project demands with studio capacity and contributions from trades and partners.• Lead and implement change management initiatives, enhancing processes to boost operational efficiency and client satisfaction.• Foster and maintain strong relationships with partners and vendors, negotiating agreements and ensuring the timely delivery of materials and services.• Leverage data and insights to guide decisions, improve operational performance, and pave the way for innovative, high-quality design solutions.

Established and led a scalable product management discipline, driving strategy, governance, and go-to-market excellence to enhance efficiency, engagement, and revenue while fostering a culture of innovation and trust.• Created and empowered a professional product management discipline that removed friction.• Designed and delivered a robust product strategy inclusive of road mapping, prioritization and delivery.• Optimized change management efforts to increase efficiency, consistency and product satisfaction.• Designed, implemented and galvanized end to end, scalable governance and go to market processes that delivered increased engagement and revenue with speed and accuracy.• Managed data & insights to ensure they were captured, shared and utilized effectively.• Led the development and execution of integrated marketing strategies, campaigns, and content creation, driving brand awareness and engagement across multiple channels.• Partnered with Sales and Account Management to identify and implement unique, prosperous continuous improvement and optimization opportunities.• Fostered confidence and cultivated an atmosphere of openness, experimentation and trust that was fixated on delivering a world class product/client experience.

Spearheaded customer-centric initiatives, including the CEO Customer Commitment program and Voice of the Frontline, to optimize experiences, drive cultural transformation, and deliver measurable improvements in engagement, satisfaction, and profitability.• Built thoughtful connections with frontline teams/customers and designed optimized experiences.• Designed, implemented, and launched the CEO Customer Commitment program (strategic umbrella program that unites all customer-centric programs); drove massive shift in culture with 4 key pillars (Design Criteria, Champions, Excellence Standards, Connections).• Managed Consumer Service design and delivery portfolio from concept to post-implementation review and optimization recommendations.• Led the Learning portfolio transformation. Managed the team that designs, builds and facilitates all learning initiatives for consumer channels.• Scaled the Voice of the Frontline program to include 10K frontline team members: a 25% engagement rate.• Identified and attained millions in revenue and profitability improvements; developed effective and efficient internal processes for a streamlined take to market journey.• Implemented innovative communication/learning methods and platforms to increase engagement, frontline satisfaction and enable anywhere, anytime access.• Removed friction from the overall customer experience and win with talent.

Led the evolution of the Voice of the Frontline program and implementation of Experience Labs, driving project refinement, operational excellence, and cross-functional alignment to enhance efficiency, satisfaction, and customer experience outcomes.• Evolved Voice of the Frontline program to include additional frontline channels; successfully implemented innovative Experience Labs to refine project outcomes/benefits prior to launch.• Identified continuous improvement opportunities and lead/influenced change management to increase efficiency, consistency and frontline/channel satisfaction.• Designed and implemented end to end/full scale governance & go to market models; educated and instilled confidence in the model/processes which drove understanding from key channels, project teams and cross-functional stakeholders.• Fostered confidence on project plans, health status and ability to achieve scope, schedule and cost objectives.• Cultivated an atmosphere of authenticity, openness and trust; worked closely with cross-functional partners to ensure alignment on project goals, launch readiness and Key Performance Indicators.• Built a strong team of detail-oriented professionals focused on a positive customer experience; coached and developed individual team members, leading to improved performance and achieving desired goals.

Toronto, Ontario, Canada

Designed and implemented customer-centric strategies to enhance communication, knowledge alignment, and engagement across multiple channels, driving measurable improvements in efficiency, satisfaction, and sales performance. Led the development of personas, tools, and innovative solutions that simplified processes, enabled consistent messaging, and empowered teams with accessible, impactful information.

Toronto, Ontario, Canada

Drove the delivery of Rogers 3.0 strategy by integrating complex corporate initiatives, evolving best practices in program management, developing organizational infrastructure, and advocating for cultural transformation to enhance collaboration and efficiency.

Toronto, Ontario, Canada

Managed the end-to-end Consumer Delivery portfolio, driving project success through strategic stage gate processes, fostering cross-functional alignment, and cultivating a high-performing, customer-focused delivery team.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada